Report

Benchmark Customer Journeys To Drive Emotional Engagement

Segment And Design Your Journeys To Strike An Optimal Ratio Of Positive To Negative Emotions To Shape Memorable Experiences
February 16th, 2021
With Contributors:
and Shayna Neuburg

Summary

To know what good customer journeys look like — and to benchmark them — we need to understand how to design for emotion. This requires a shift in how we think about emotion and journeys. First, we need to go beyond just equating emotion with delight and c

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